Horizon Innovative Solution

Role & responsibilities - Ticket Management: Managing and prioritizing incoming support requests, known as "tickets," from users. This involves assigning tickets to the appropriate technical staff and monitoring their progress to ensure timely resolution. Customer Service: Acting as a liaison between users and the IT support team. They are responsible for ensuring a high level of customer satisfaction by communicating clearly, providing updates, and escalating complex issues when necessary. Most importantly update customer with their Ticket status and ensure all SLA's are maintained. Team Coordination: Overseeing the help desk team, which may involve tasks like scheduling, workload distribution, and providing guidance and mentorship to junior staff. Troubleshooting: Performing first- and second-level troubleshooting for common hardware, software, and network problems. They may also be a point of escalation for issues that help desk technicians can't resolve. Process Improvement: Developing and implementing standard operating procedures and best practices to improve the efficiency and effectiveness of the help desk. Documentation and Reporting: - Maintain Complete Ticket Data in xls sheets. Purchase: Ensure all Tickets are closed in a timely manner and we arrange all required spares to Engineer so that we meet SLA. Preferred candidate profile - Candidates should have at least 2-3 years of prior experience in an IT support or help desk role. Communication: Excellent verbal and written communication skills are crucial for translating complex technical information into simple, understandable terms for non-technical users. Problem-Solving: The ability to methodically diagnose, analyze, and resolve technical issues is a core requirement. Organizational Skills: Strong organizational and multitasking abilities are needed to manage a high volume of support tickets and coordinate team activities. Please note that Candidate should be ready to join asap.